Opmantek NMIS Customer Service and Technical Support

Systems Architect at a tech services company with 51-200 employees
I've used technical support for all these different solutions. In my mind, when I log a problem with technical support, I need to get a clear set of steps of what I need to do to resolve the problem. By that point, it's very late in time for me to be messing with things, and I just need a solution. I don't need guidance, necessarily, from tech support. From Opmantek I get responses pretty fast, depending on the different time zones, because some of it is US, some of it is Australia, some of it is in the UK. Depending on the time zone, it covers, for the most part, 24 hours. I get pretty decent response times. But, for example, a few years ago, when I was using CA, I had logged multiples of tickets, and they just would hang there with the vendor for like two weeks at a time, or three weeks at a time, before they would get to it. I'd get a response from a person, but I wouldn't get an answer, so it just kind of hung, and I wouldn't get a resolution. For me, when I do have a problem, and if I'm being pushed by a client to resolve a problem, I need to know how to fix something within the next eight to ten hours. I can not afford to wait for a week or two for support to come back to me. View full review »
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